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US 9,357,058 B2Granted
Contact center anti-fraud monitoring, detection and prevention solution
AssigneeTeleperformance SE
InventorsEvan Davis, Mitch Felling, Lyle Hardy
Life of this patent
Estimating the term…
Abstract
A method of fraud detection is disclosed. The method includes determining that a first agent at a first workstation of a contact center is not on a call at a first time. The contact center includes a plurality of workstations attended to by a plurality of agents. The method includes determining that the first agent is accessing a client based resource at the first time, wherein the resource is associated with a client. The method includes collecting electronic evidence of the first workstation.
Claims19
A method of fraud detection, comprising:
- monitoring activity of a plurality of agents attending to a plurality of workstations of a contact center;
- determining that a first agent at a first workstation of said contact center is not on a call at a first time;
- determining that said first agent is accessing a client based resource at said first time, wherein said client based resource is associated with and managed by a client at a back end server remote from said contact center, wherein said client based resource is accessed by an electronic resource at said first workstation through a communication network;
- and
- collecting electronic evidence of said first contact center workstation, wherein said electronic evidence is associated with potential fraudulent activity being conducted at said first workstation, wherein said potential fraudulent activity occurs when a first condition is satisfied when said first agent is not said call at said first time, and when a second condition is satisfied when said first agent is accessing said client based resource at said first time.
2 more elements
A method of fraud detection, wherein said method comprises:
- monitoring electronic activity of a plurality of agents attending to a plurality of workstations of a contact center;
- collecting said electronic activity that is monitored at a centralized location;
- determining that a potential fraudulent activity is conducted in said contact center;
- determining said potential fraudulent activity occurs at a first workstation;
- providing an event notification of said potential fraudulent activity on a contact center chart, wherein said contact center chart indicates locations of each call workstation and status information for each contact center workstation;
- and
- capturing at least one image of said first contact center workstation;
- wherein said determining that a potential fraudulent activity is conducted in said contact center comprises:
- determining that a first agent at said first workstation of said contact center is not on a call at a first time;
- determining that said first agent is accessing a client based resource at said first time, wherein said resource is associated with and managed by a client at a back end server remote from said contact center, wherein said client based resource is accessed by an electronic resource at said first workstation through a communication network;
- and
- collecting electronic evidence of said first contact center workstation.
9 more elements
Dependencies are inferred from the claim text.